Singapore-based Everise, parent company of C3 (CustomerContactChannels), has announced that it has signed a binding agreement to acquire Trusource Labs. The acquisition is expected to close before the end of 2018. Trusource Labs specializes in technical support for internet of things and help desk experiences for Apple users. Trusource Labs joins the Everise family of companies to focus on creating engaging customer experiences.
According to Gartner, more than 21 billion internet-connected devices will be in homes and the workplace by 2020. Everise’s acquisition of Trusource will enable the company to capitalize on this market opportunity by providing complex, fully integrated technical and customer support solutions.
As part of the acquisition, Trusource Labs will maintain its headquarters in Austin, Texas, and its experience delivery locations in the United States and Europe. The existing co-CEO, Alton Martin, will remain with the company, working closely with sister companies C3, Hyperlab, and Globee under the unified Everise mission of fusing human and digital teams to transform how global firms deliver customer experiences.
Bain & Company, a consulting group, predicts that the internet of things market is expected to double by 2021 to almost $520 billion as everything from refrigerators to security cameras and phones become connected to the internet. Basic home appliances will become much more complex and will require specialist customer support that has the technical abilities to provide fast, efficient service.
Trusource Labs delivers this and has a track record of delivering service in the internet-of-things space from initial product testing stages to mass adoption. Everise will be able to build on this, leveraging its artificial intelligence capabilities and technological innovations to meet the needs of customers and clients as they become increasingly connected.
Sudhir Agarwal, CEO of Everise, comments, “We connect ‘things’ to make our lives easier, allowing us to shop, research, call, monitor, power, and so on, all in the name of convenience. This is a great concept until one device stops communicating with another, and the need for support arises. Everise is now uniquely positioned to support this explosive segment of the BPO market.”
Agarwal adds, “This is the 3rd major expansion in 2018 for Everise and our second acquisition in two months. As one of the fastest growing BPO firms globally, we are bringing together the strongest talent that this industry has to offer, and we are transforming customer experiences globally. Trusource Labs rounds out our delivery capabilities into product and help desk experiences, and Everise will strengthen these by infusing many of the technological innovations our teams have developed to benefit the end user ultimately.”
By bringing Trusource Labs into the C3 family, the company continues its mission “to elevate and provide resources across multiple platforms that will ensure the best, seamless customer service experience possible.” C3’s goal is “to combine technology, innovation, and people to exceed the level of service needed in today’s customer-centric environment and meet the customer service challenges brought by IoT innovations.”
“Becoming a part of Everise is an exciting milestone and opportunity for all Trusource Labs employees as this gives us the edge we need to transform our user experiences further,” adds Alton Martin, Trusource Labs Co-CEO and Co-Founder. “The near-term synergies we have identified will offer meaningful value to our prestigious client base, and we know this value will continue to grow exponentially over time.”
He continues, “Creating a good customer experience is the heart of any business. Every contact with our clients determines whether or not they will (or won’t) come back. So, it’s imperative to exceed expectations every time and make every aspect of their experience better than expected.”
Dave Palmer, C3’s Chief Operating Officer, also says, “We have been extremely impressed with how well the Trusource Labs mindset aligns with that of C3 and all the Everise companies. Their mantra of working differently to generate results in a collaborative work environment has been instrumental in their success and differentiation in the market. I am looking forward to the heightened experiences we will collectively deliver on behalf of our global clientele.”